Analyst

at  ING

CANDIDATE REQUIREMENTS:

• At least 1-2 years in-depth related work experience (back office) particularly with Shared services or BPO experience
• A flexible attitude, you will find it no problem to work in the extended opening hours of 08.00-18.00h (CET)
• You are Proficient in spoken and written English (Nice to have other languages in scope of the provided service, i.e., French or Dutch)
• You can multitask well and easily switch between different systems to process the request accurately and within the set handle time.
• You are analytical and decisive. You can interpret the customer request and know what must be done.
• You’re stress resistant. You deal effectively with pressure and have confidence.
• In a team context, you give your colleagues feedback, and you understand the added value of receiving feedback.
• You have a bachelor’s degree of any related courses.
• You ensure SLA are met in the areas of productivity, accuracy etc.
• Fast learner, self-starter and can work effectively with minimal supervision.
• Attention to details and first time right!
• You provide process improvement to gain efficiency and improve the way of working.
• You react appropriately and to escalate issues following the standard escalation procedure.
• You are willing to work on mid to night shifts, different rest days, weekends, holidays and render overtime if needed.

As a CLT Member, you will process customer requests for business clients. This may involve changing addresses or legal forms, adding authorized individuals to business accounts, and opening or closing business accounts. You will handle requests carefully and efficiently. When necessary, you will contact the customer if the request is unclear. The goal is to ensure that customers can bank worry free. You will stay up-to-date with relevant information and complete your E-learnings on time.
You will work in a Customer Loyalty Team (CLT). Together with your team members, you will be responsible for processing customer requests accurately and efficiently, as well as being available to customers when they need assistance. Self-management and self-organization are our management philosophy. Therefore, we place responsibility where the customer expects it: with our team members. Together with your team, you will be responsible for organizing what is necessary to achieve your goals. For example, you will discuss daily tasks with your team, and the distribution of tasks may vary each day. The important thing is to handle customer requests promptly and effectively. We expect you to adapt to these changes and work together with your team.
As a Customer Loyalty Member, you are the point of contact for our customers for all their questions about their card contracts. You will receive requests from customers or other departments to adapt the customer’s contract or delete it from our database or via the programmes of our external partners.